Drugi jezik na kojem je dostupan ovaj članak: Bosnian
In the period from 13 May to 15 June 2016, Heraklea, in cooperation with secret shopping agencies in the region, for the eighth consecutive time conducted research on the basic elements of quality services with the aim of finding the best in the region.
Along with Croatia, research included five other countries in the region: Bosnia and Herzegovina, Montenegro, Macedonia, Slovenia and Serbia. Mystery shoppers visited 800 different facilities such as car dealerships, banks, gas stations, retail stores, supermarkets, tourist and catering facilities and services.
Research measured the five basic elements of good, high quality services, such as greetings, identifying the needs / desires of customers, product knowledge, offering additional products and showing thanks for the visit, which falls under the acronym GUEST: Greet, Understand, Explain, Suggest, Thanks.
Croatia this year placed second, with above average result of 79%, which shows an 8% improvement compared to the previous year. Leading position in the quality of services in the region again this year went to Slovenia with a score of 81%, which has recorded increase of 2% compared to last year.
According to this year’s results, Serbia is in third place with a score of 68%, which shows a decrease of 8% compared to last year’s survey. With a score of 66% Macedonia showed a decrease of 3% compared to the previous year, and shares the fourth place with Bosnia and Herzegovina which had the same result as last year. Last place is Montenegro, having achieved a result of 63%, which is 5% better than last year, but it is still the country with the most space for improvement.
Category of product knowledge has achieved the best overall score of 93% and an increase of 4% compared to the previous year. In the category of greeting, Croatia took the first place with a score of 87%, while in last place is Macedonia with a score of 68%. Overall score in the category of greetings is 78%, by which this category ranks second. Given the fact that the greeting is the first contact with customers or guests, it is necessary to continuously improve this area and this result is still unsatisfactory, especially since it has decreased by 2% compared to last year. Category of thanks decreased by 5% compared to the previous year to a current overall score of 69%. For the third consecutive year Slovenia is in the leading position in this category with a score of 88%. Macedonia is in the last place with a score of 38%. Category of determining the needs / desires of customers achieved a score of 71%, and here Macedonia is the leading country with a score of 77%. As in previous years, the lowest ranked category is offering additional products with the same result as the previous year, 37%. In the first place here is Slovenia with 60%, which is a decrease of 2% compared to last year’s results. Bosnia and Herzegovina is at the bottom of this category with a score of 23%, which represents a slight increase of 1% compared with last year’s results.
Slovenia took the top place in the categories of thanks and offering additional products, while in the category of product knowledge it shares the first spot with Croatia.